Service Delivery Manager - Consumer Support Operations

Service Deliver Manager, Consumer Support, YouTube

Minimum qualifications:

• Bachelor's degree or equivalent practical experience.
• 7 years of experience with process improvement methodology (e.g., Six Sigma).

Preferred qualifications:

• MBA or Master's degree in a related field.
• CSCMP certification.
• 7 years of experience using data analysis to drive decision making.
• 7 years of experience managing consumer support vendor operations for large tech companies.
• Experience in sourcing and management techniques, vendor services management and contracting.
• Knowledge of workforce management practices, with the ability to handle multiple executive stakeholders, influencing strategy and execution at all levels.

About the job

Fast-paced, dynamic and proactive, the YouTube Global Operations team is dedicated to ensuring that YouTube can scale its growth. The team comprises sub teams including: Partner Development across Americas, EMEA and APAC, Support Solutions, Media and Platform Operations, and Global Vendor Operations.

The Global Vendor Operations organization oversees vendor operations for all of YouTube. These vendors provide support to all YouTube users -- Creators, Partners, Consumer Subscribers, Artists, and Media Companies. GVO's mission is to deliver excellent service to all these communities at optimal costs while protecting the YouTube platform from all risks.

In this role, you will need to have a high degree of cross-functional synergy with the global product stakeholders, with a primary focus on driving alignment with Operations. To ensure seamless project delivery and real-time problem-solving, you must demonstrate a flexible, global-first mindset.

At YouTube, we believe that everyone deserves to have a voice, and that the world is a better place when we listen, share, and build community through our stories. We work together to give everyone the power to share their story, explore what they love, and connect with one another in the process. Working at the intersection of cutting-edge technology and boundless creativity, we move at the speed of culture with a shared goal to show people the world. We explore new ideas, solve real problems, and have fun — and we do it all together.

Responsibilities

• Drive the holistic performance of the consumer support ecosystem, balance unit cost optimization with CSAT and delivery. Pioneer an AI-first problem-solving framework to resolve systemic user friction at scale through automation and predictive insights.
• Support the organization from a cost center to a growth catalyst. Empower the vendor workforce to drive subscription adoption and expansion through high-value interactions that maximize customer lifetime value (CLV) and minimize churn.
• Build high-impact alliances with external vendors.
• Maintain a global-first mindset, ensure significant shift overlap with North American teams and seamless integration across EMEA or APAC cycles.
• Serve as the central point of contact for internal leadership, manage complex expectations through transparent, data-driven storytelling. 

Experience Level

Senior Level